Emotional intelligence as a predictor of work performance: An investigation using the situation-specific model

Abstract

This study addressed weaknesses in the emotional intelligence (EI) construct of predicting the performance of organisation members. Typically, research conducted on EI’s association with outcomes such as work performance has used a simple, linear approach to determine the links between EI and selected variables, which has proven to be unsuccessful. Consequently, scholars have called for consideration to be given to the context in which work is performed. The context of the study was the informationally opaque, and thus emotion-laden, small and medium enterprise (SME) credit risk assessment setting in a ‘big four’ bank in South Africa. The study set out to understand ability-EI’s influence on work performance outcomes when context is considered. To test the relationship between the variables, the study adopted a deductive research approach. The sample consisted of 70 loan officers who were directly involved in the underwriting of the loans. Key strengths of the study were the introduction of a contextual moderator variable, the use of objective measures for work performance and the use of a hierarchical multiple regression model to test the main and indirect effects, which included moderation. The results indicated that EI problem-solving abilities do not predict work performance of loan officers in the credit risk assessment space, even when context is considered. This is despite the fact that the MSCEIT V2.0 test instrument was found to be reliable, in that it measured problem-solving abilities consistently. This study extends the extant literature on the predictive validity of the ability-based EI construct by answering the call to context. From a practical point of view, this study contributes to the application and refinement of the situation-specific framework. Furthermore, in applying the ‘gold standard’ to the conducting of EI research, the study highlighted the gaps when strictly following the recommended approach. Finally, the study revealed that the conceptualisation of the contextual moderator and work performance measurements is critical to the outcome. Hence, it is recommended that the application of the ‘gold standard’ for EI research be simplified, and that the conceptualisation and operationalisation of the moderator and dependent variables be reconsidered.